Project Manager and Client Services management
Resume:
Frank Ocwieja
Lexington, MA 02421
********@*******.***
Objective
A position in the business industry that would allow me to bring my creativity and curious nature to a team to help maximize the potential of the product and build a stronger customer community.
Employment History
Apple Project Coordinator and Client Services Analyst
February 2015 to November 2016 OnForce Lexington, MA
Managed all facets of the Apple project for IT services. This included work order generation, staffing for IT solution, managing workflow process, and analyzing cost / revenue balance for maximum profitability.
Helped to improve communication between IT professionals and the buyers that source for their talents. This included handling of work order escalations, mediation of disputes, and training on accessibility and usability of platform services.
Worked on several other projects for enterprise level clients to help facilitate a smooth transition from pilot to production phase. This included streamlining the SoW, budget proposals, managing resources for the projects, and closing out the projects on time.
Aided in the role of Account / Client Management. This included providing monthly KPI’s to closely monitor the client’s success, analysis to help streamline the client’s own internal processes to help create a more cost effective model for their projects, and help the client use the features of the platform as effectively as possible.
Provided Supervisory experience to the Client Services team to help train personnel and lead them as a productive team using KPI’s for response time for phone, email, and live chat functions.
Customer Service Representative
May 2007 to November 2014 Verizon Communications Inc. Lowell, MA
Create positive experiences for customers by explaining services and finding the best match for their needs.
Worked heavily with our customers with disabilities to provide access to all Verizon products.
Troubleshooting and technical support for all FiOS and Core Verizon products with focus on internet services relating to web and gaming services and cross-platform products.
Worked on projects through the Center for Customers with Disabilities to help thousands of customers receive equipment that is essential to their communication with the outside world.
Retail Manager
July 2005 to May 2007 Comp USA Framingham, MA
Manage all aspects of retail operation at the Framingham, MA store including customer service, human resources, repair services, and merchandising.
Worked with several local businesses to increase their performance with the proper equipment and training.
Retail Manager
March 2002 to June 2005 Scheels all Sports Lincoln, NE
Helped to create merchandising floor plans and advertising plans for local and national media markets.
Worked with web developers to increase web based sales and overall profits.
Helped to create local projects where customers could get hands on testing of the newest products entering the market.
Hiring of prospective employees, both management and customer service representatives, to aid growth of company and brand.
Education
Sept 1996 to May 1998 SUNY Adirondack Queensbury, NY
Associate’s in Science and Education
Extra curriculum in the areas of Geology and Computer Science
Sept 1998 to May 2000 University of Nevada, Las Vegas Las Vegas, Nevada
Studies in Geology, Computer Science, and Political Science
Sept 2000 to May 2002 University of Nebraska, Lincoln Lincoln, Nebraska
Bachelor’s Degree in Geology and Political Science, Minor in Computer Science
Studies in Geology, Computer Science, and Political Science
Other Experience
20+ years in the retail field encompassing a wide array of responsibilities from the sales and marketing of varying products to management of businesses both large and small. From searching for and hiring extraordinarily talented individuals to the care of thousands of customers to ensure that their needs were met.
Skills
Advanced knowledge of Microsoft office software
Extensive experience with public speaking and presentation design.
Fluent in all social media platforms to help people get connected, help organize social functions, and follow and analyze social trends.
Project Management through all phases from Pilot to Production.
Coding and writing of the help topics for the OnForce website
Use of business management software such as Salesforce, Jira, and other SaaS software.
Marketing and recruitment of IT professionals for projects. This included the use of email blasts, targeted recruitment, product development and advertising through email and social media.
Awards and Honors
Dean’s List throughout academic career
Several awards for outstanding customer service from Verizon
Sigma Gamma Epsilon – Geology Honors Society
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